AccountId: 011433970860
ContactId: 3bef8b14-b218-4d11-9bab-7893370f85b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280119 ms
Total Talk Time (AGENT): 129029 ms
Total Talk Time (CUSTOMER): 74011 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3bef8b14-b218-4d11-9bab-7893370f85b3_20250206T14:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII], and I'm calling from HCA Florida Gulf Coast Hospital. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you this morning?
[CUSTOMER][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] And how may I assist you, please?
[CUSTOMER][NEUTRAL] I have a patient that I'm needing to get benefits on, please.
[AGENT][POSITIVE] Of course I can assist with that and may I please have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What is the policy number, please?
[CUSTOMER][NEUTRAL] 13,000.
[CUSTOMER][NEUTRAL] 72.
[CUSTOMER][NEUTRAL] M as in Michael.
[CUSTOMER][NEUTRAL] L 8.
[AGENT][POSITIVE] Thank you very much. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for the information, [PII], and you're calling for outpatient benefits for the member. Give me one moment.
[AGENT][POSITIVE] I can certainly help you with that.
[AGENT][NEUTRAL] Um, this policy shows effective as of [PII], and it shows active and for outpatient benefits. Please note, verification of benefits provided does not guarantee payment. We pay up to $5000 for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's having a PET scan done.
[CUSTOMER][NEUTRAL] Is there any kind of a copay or out of pocket?
[AGENT][NEUTRAL] As her as the patients, sorry, supplemental insurance, we help with the major medical deductible, co-pay and or co-insurance. In regards to APL, the member does not have a deductible to meet with us prior to benefits being applied for covered services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so no out of pocket.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well that was easy.
[AGENT][POSITIVE] Great. I'm glad it was easy for you. Thank you.
[CUSTOMER][NEUTRAL] Is there a group name or a group number with this policy?
[AGENT][NEUTRAL] There's both. Give me one moment, I get that for you.
[AGENT][NEUTRAL] OK, the excuse me, the group name is Business Information Systems.
[AGENT][NEUTRAL] And the group number is 19045.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is your claims address?
[AGENT][NEUTRAL] OK, it is APL [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We also have a fax number and payer ID if you like those.
[AGENT][NEUTRAL] For that information as well, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Our fax number is [PII].
[AGENT][NEUTRAL] Our payer ID is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in addition to that, you can also submit claims on our online website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, Miss [PII], is there a call reference number?
[AGENT][NEUTRAL] No, you can use my name. My name is [PII]. My last initial is [PII] like no problem, no problem. My last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, Miss [PII], thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.